Company Background

Key Solutions Inc. is the leader in providing integrated, comprehensive software products and services to universities, hospitals, pharmaceutical companies, biotech firms, government facilities and independent institutes worldwide. Our solutions streamline and automate Research Administration and Compliance processes, Grants Management, and Conflict of Interest Management for our customers. Founded and based in Silicon Valley, Key Solutions continuously strives to advance discovery as an effective partner to the Life Science and Research communities.

Position Summary

If you have experience with regulatory compliance and institutional review boards (IRBs), Institutional Animal Care and Use Committees (IACUCs) and/or Institutional Biosafety Committees (IBCs) or working in a sponsored projects office with pre-award and post-award grants and contracts, and have excellent customer service skills, you may be the right match for this position. We are looking for someone to build and lead our Research Compliance Support team.

You will work with an outstanding team to provide an exceptional experience for top research organizations across the country. With your understanding of the world of Research Compliance, its challenges, and what it takes for someone in this area to succeed; you can help our customers solve their problems and help them get the most out of the Key Solutions applications.

You have the opportunity to use your advanced regulatory knowledge and experience to build a team of “go to” people to help our customers succeed. You will be in a position to innovate in order to dramatically improve our customer’s support experience and help us become a leader in proactive customer support.

This is a supervisory position. You and members of your team work closely with our Customer Experience and Success organization and the Engineering and Quality Assurance organizations to facilitate understanding, isolating, and resolving problems in a timely fashion, plus identifying measures that can be taken to prevent future problems from minor changes to the introduction of new approaches.

Major Responsibilities

Leverage your knowledge of regulatory compliance to help customers use the Key Solutions applications to analyze protocols and supporting documents to ensure conformance with all applicable regulations, statutes, policies, and procedures

Aid customers in using the Key Solutions software application to perform regulatory committee reviews of human subjects and animal subject protocols, including management of Institutional Review Board (IRB) committee, Institutional Animal Care and Use Committee (IACUC), and Institutional Biosafety Committee (IBC), along with other regulatory committee functions, such as creation of agendas, minutes, memos, and other documentation for investigators

Help customers use the application to communicate with investigators and assist research staff with study preparation

Identify and share best practices with respect to pre-award grant preparation and submission; post-award tracking and reporting; protocol creation and processing, including reviewing regulatory or mandated compliance requirements, and reporting

Build upon established processes, procedures, and escalation mechanisms for resolving customer issues in a timely manner with a minimal numberof interactions while exceeding customer expectations

Develop and maintain strong working relationships with cross-functional partners to coordinate and facilitate customer focused activities

Establish and maintain strong and cordial customer relationships while collaborating with them to work through issues

Coordinate software installation, configuration, and customization with other parts of the company

Ensure frequent follow-up with customers with status updates until resolution is reached

Recommend new features and functionalities based on customer interactions

Assist Quality Assurance with testing program changes, new releases, and user documentation

Participate in the development of training materials and the training of customers.

Work across multiple time zones with remote team members

Learn about Key Solutions applications and work with the support team to improve overall customer use and satisfaction with Key Solutions applications

Orient new staff; build a team; delegate tasks and projects; monitor the timely and accurate completion of work; mentor and manage staff; conduct performance appraisals; help team members close gaps in performance

Be a hands-on manager building and assisting the team to provide application support for customers via telephone, email, web portal, and web conferencing

Qualifications:

Required

Bachelor’s degree and three years of relevant experience, or combination of education and relevant experience

Two years of professional experience in a compliance related field, or as a compliance professional

A minimum of 3 years of customer and technical support with demonstrated problem resolution skills

Excellent customer service skills and ability to use tact and discretion

Comprehensive knowledge of regulations and ethical principles regarding human and animal subjects in research

Ability to understand and articulate technical concepts and drive solutions

Ability to work with remote team members

Experience hiring, managing, and motivating staff; effectively managing the completion of a high volume of work, some of which is cyclical

Abilityto work a flexible schedule, including the ability to participate in an on-call rotation, which includes nights, weekends and holidays

Desired

Certified IRB Professional (CIP) is a major plus

Domain knowledge related to clinical research and research compliance in academic, pharmaceutical,and hospital environments is a plus.

Experience managing a software product customer support team

Experience with software applications in the health or life sciences is a plus

Experience providing structured training (internal and external) is a plus

EEO Employer/Vet/Disabled

Key Solutions is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with a disability.

Internal Number: RCSM-022019

About Key Solutions, Inc.

Key Solutions Inc. is the leader in providing integrated, comprehensive software products and services to universities, hospitals, pharmaceutical companies, biotech firms, government facilities and independent institutes worldwide. Our solutions streamline and automate Research Administration and Compliance processes, Grants Management, and Conflict of Interest Management for our customers. Founded and based in Silicon Valley, Key Solutions continuously strives to advance discovery as an effective partner to the Life Science and research communities.